Ticketing service

This feature is only available in Remote Desktop Manager with an advanced workspace, for instance Devolutions Server.

The Ticketing service feature helps you create tickets for your preferred ticketing system directly from Remote Desktop Manager, thus simplifying the flow of information between the two.

You can find this feature in Administration – System settings – Common – Ticketing service in Remote Desktop Manager.

If you are using a Devolutions Server workspace, you can also access it via the web interface in Administration – System settings – Common – Ticketing service.

This opens a list of the ticketing services configured for your workspace, showing whether each one is enabled and whether it's offered when you're prompted for a ticket on session logging (Log). You can configure more than one service, including several of the same type.

Click Add and choose Jira or ServiceNow in the Ticketing system prompt, then fill in its settings below. The ticketing system of a service can't be changed afterward. To switch systems, remove the service and create a new one.

Whether a ticket prompt appears at all when you open, close, or view the credentials of an entry is controlled separately, in Administration – System settings – Common – Logs.

Jira

Jira authenticates with each user's own API token. Remote Desktop Manager does not store a system-level Jira credential. Each user must create an API token and set it, along with their Jira email, under File – My account settings – Jira. From there, a user can also set their own default project key and enable Assigned to me to filter tickets down to ones assigned to them.

If your Jira ticketing service was previously configured with a shared account, that option has been removed. Ticketing remains unavailable to a user until they set their own API token under File – My account settings – Jira. This is a per-user action, so an administrator cannot configure it on someone else's behalf.

SETTINGS	DESCRIPTION
Name	A label for this ticketing service, shown in the services list. Must be unique.
Ticketing server URI	The URL to reach your instance of Jira. Ex: https://yourorganization.atlassian.net/
Project key	The Jira project tickets are pulled from by default. A user can set their own project key under File – My account settings – Jira to override this.
Ticket enforcement	Your preference between enforcing this ticketing service or not.

ServiceNow

The ServiceNow integration supports two ways to authenticate, set with the Authentication type field:

• Default or Basic authenticate with each user's own ServiceNow username and password, set under File – My account settings – ServiceNow.
• OAuth authenticates with a single application identity shared by everyone using the service. It requires the creation of an OAuth application within ServiceNow via System OAuth – Application Registry – New – Create an OAuth API endpoint for external clients. Create an API Key entry in a vault, enter the resulting client ID in its API ID field and the client secret in its API key field, then select that entry in the API key entry field, which only appears when OAuth is selected.

The API Key entry used for OAuth can live in any vault. Ensure every user of the ServiceNow ticketing integration has read access to the vault holding it.

If your ServiceNow ticketing service was configured with OAuth before this change, it will report Not fully configured after upgrading, since the stored client ID and client secret no longer exist. To fix this, edit the ticketing service and select an API Key entry holding the OAuth application's client ID (in its API ID field) and client secret (in its API key field).

SETTINGS	DESCRIPTION
Name	A label for this ticketing service, shown in the services list. Must be unique.
Authentication type	Default, Basic, or OAuth.
Ticketing server URI	The URL to reach your instance of ServiceNow. Example: https://devXXXXXX.service-now.com
API key entry	Only shown when Authentication type is OAuth. The vault entry holding the Client ID and Client secret of the OAuth application created in ServiceNow.
Default filter	The ServiceNow table tickets are pulled from by default: Default, Incident, Change request, or Task. A user authenticating with Default or Basic can set their own filter and enable Assigned to me under File – My account settings – ServiceNow.
Ticket enforcement	Your preference between enforcing this ticketing service or not.